Our Traveler Refund Policy for Custom Travel Planning Service:

Satisfaction Guaranteed

At any stage of the planning process, even after your guidebook link is sent to you by your Hero, you can ask for revisions if you find that the plan doesn't suit your exact needs. We encourage you to approve, reject, and request alternatives until you get exactly what you're looking for.

Up to the moment your finalized guidebook link is sent to you by your Hero, if you are not 100% satisfied with your custom trip planning service, we will fully refund the cost of your order. To request a refund, please email support@viahero.com.

If you are not satisfied with our services after you receive your guidebook link, ViaHero will provide a 30% refund. ViaHero prides itself in paying our local Heroes for the work they’ve completed, but we also recognize our responsibility to travelers to create a plan that they feel amazing about. That is why our refund policy is designed so that ViaHero doesn’t earn a penny unless our travelers are satisfied.

Cancellation policy

Our policies are designed to build trust and foster mutual respect among travelers and Heroes. While we understand that travel plans can change—especially in light of the coronavirus—we are committed to rewarding local Heroes for the service they perform, even in the event of a cancellation.

We have a deep commitment to safety in travel, and are continuing to keep our travelers informed about the latest COVID-19 updates. You can also message one of our local Heroes for an on-the-ground update; all you have to do is visit any Hero’s profile and send them a message.

If you need to cancel your trip for any reason, we will issue you a full credit for the cost of your ViaHero purchase, which you can use on a future trip to the destination of your choice—any time in the future. To request a cancellation, please email support@viahero.com.


Go here to submit a refund or credit request